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This chapter is focused on voice assistants, conversational agents that communicate with humans through a voice interface and that are commonly used by consumers in their household to complete consumption- (e.g., ordering products) and non-consumption-related tasks (e.g., listening to music). In particular, this chapter is aimed at outlining the current theoretical perspectives exploring the drivers of consumers’ adoption of voice assistants and the impact that the use of these tools has on consumers’ perceptions and behaviours. We also highlight barriers to the adoption and use of these devices. Finally, we discuss how voice assistants impact several touchpoints along the customer journey and discuss how to best understand their role from a theoretical point of view.

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Correspondence to Ada Maria Barone .

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Barone, A.M., Stagno, E. (2023). Voice Assistants. In: Artificial Intelligence along the Customer Journey. Palgrave Macmillan, Cham.

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